Front Office Manager - Pullman Hotel

About the role

A Pullman hotel in Ras Al-Khaimah is looking for a Front Office Manager to lead the front office experience from arrival to departure. The role covers guest hosting, daily operations, team leadership and quality assurance, with a focus on personalized service and operational excellence.

Key responsibilities

• Lead the Front Office experience, ensuring guests feel recognized and welcomed, and champion the three-step hosting philosophy: recognize the guest, read their mood and preferences, and route them to the most relevant experience.
• Oversee guest arrival, welcome amenities, luggage coordination, room orientation and departure arrangements.
• Manage the welcome and hosting team, including staffing levels, duty rosters and scheduling according to occupancy and arrival patterns.
• Ensure smooth check-in and check-out, minimize queues, and coordinate room readiness with Housekeeping.
• Maintain accurate guest registration, billing, cashiering and room allocation, and run effective shift handovers and daily briefings.
• Prepare the team for peak arrivals, VIP movements, group arrivals and unexpected demands, and coordinate with Reservations / Stay Design on pre-arrival preferences.
• Recruit, coach and develop Hosts, conduct daily briefings, service coaching and performance reviews, and set clear service standards.
• Ensure compliance with Pullman brand standards, guest safety and service expectations, and run regular inspections of the lobby, reception, concierge and arrival areas.
• Review guest feedback and service recovery trends, and drive improvements to arrival efficiency and waiting times.

Required profile

• Previous experience as a Front Office Manager or in a comparable Front Office leadership role.
• Proven track record of leading teams and delivering high service standards in a luxury hotel environment.
• Sound understanding of Front Office performance indicators, staffing productivity, cost control and upselling.
• Excellent leadership, communication and organizational skills, with a calm, solution-oriented approach.

Required skills

• Hands-on experience with Opera Cloud is required.
• Expertise in VIP handling, guest recognition, complaint resolution and service recovery.